June 2015

IUSA Performance Measures

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CMP

NYSEG RG&E

We are Iberdrola USA

Company Overview

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Structure

MAINE

Central Maine Power Company (CMP)

CMP delivers electricity to 613,000 customers in central and southern Maine

NEW YORK

New York State Electric & Gas Corporation (NYSEG)

NYSEG delivers electricity to 881,000 customers and natural gas to 263,000 customers across upstate New York

Rochester Gas & Electric Corporation (RG&E)

RG&E delivers electricity to 371,000 customers and natural gas to 307,000 customers across upstate New York

Benchmarking

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Benchmarking plays an important role in how we look at our internal reporting.

We use benchmarking to improve our services to our customers to provide exceptional service

It allows us to review our methodology of data collection and determine any reporting improvements

Helps identify any gaps in the way we use our data

Provides a big picture on how one area affects another

Helps identify where process improvements are needed – Our 2015 Quality Execution Projects are a result from 2014 benchmarking

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Report OverviewNYSEG, RG&E, and CMP all use a report called Customer Service Weekly Operating Report. This report allows different levels of management to share, review, and monitor the performance and production metrics for all three companies.

CMP - an analyst in Marketing and Sales is responsible for obtaining the data and updating the report. NYSEG and RGE - Data is obtained and compiled by analysts in the Business Support and Solutions group.

For all companies, analysts use tools, such as Google analytics and SQL, etc., to gather data. Some data is gathered within our department but in many cases analysts from other departments gather the data and send it to us to be entered in the report.

The report is processed weekly on Monday

The weekly report is distributed to the managers every Monday. This allows the managers time to review the report and provide any talking points based on trending. The report is then distributed along with talking points to Directors and Vice Presidents of all three companies.

CS Weekly Operating Report

Production

Regulatory Service Quality Indicators Complaints Products Metering Billing - Active Accounts Contact Center/Back Office Customer Payment Arrangements

Created Collections - Active Accounts Final Accounts Accounts Receivable: Active + Final NY: Assistance/Low Income Customer Service Safety Index People

NYSEG, RG&E, and CMP all use a Customer Service Operating Report. The report consists of two metrics: Production Metrics and Program Metrics. Each metric is broken down into different sections.

Program

Ebill Autopay Website Mobile Outage manager Social Media-Twitter Social Media-Facebook

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Production Metrics Regulatory Service Quality Indicators, Complaints, Products, Metering, Billing – Active Accounts

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Production Metrics

Contact Center/Back Office

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Production Metrics

Customer Payment Arrangements Created

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Production Metrics

Collections - Active Accounts

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Production Metrics

Final Accounts and Accounts Receivable

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Production Metrics

Assistance/Low Income, Customer Service Safety Index, and People

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Program Metrics

Ebill/Autopay

Website/Mobile

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Outage Manager

Program Metrics

Social Media

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How is your company specifically measuring performance relative to

Improvements in customer experience and customer satisfaction?

Improvements in key business processes (efficiency, effectiveness, etc.)

Efficiency/Effectiveness

Customer Satisfaction

Contact Satisfaction

PSC Complaints

First Contact Resolution

Quality monitoring

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What do you believe are the benefits of this process?

Benefits

Improve Customer Satisfaction

Monitor efficiency

Allows us to identify specific areas needing improvement and prioritize the areas of focus

Performance expectations can be set based on status and trending

Helps drive future strategic planning

Can be used to identify the success of a recent process improvement

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Challenges and Opportunities

Challenges

• Compiling data in a time effective and efficient way• Obtaining data from multiple departments and sources• Ensuring data accuracy– due to large size of the report and lack of

automation • Implementing changes to report structure

Opportunities

• Ability to evaluate trending from week to week allows for quicker response to issues

• View data for all areas of Customer Service in one report